Dhiraj Sapkal
Satara
Summary
Dynamic IT professional with a proven track record at eClerx Services Ltd, excelling in hardware/software troubleshooting and customer service. Recognized for resolving critical support issues and optimizing processes, enhancing operational efficiency. Adept at managing technical support teams and implementing long-term solutions to improve service delivery.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Associate Process Manager
eClerx Services Ltd
Pune
11.2023 - Current
- Provided top product quality control and inventory management resulting in reduced downtime and maximized revenue.
- Maintained records of all changes made within a system or process over time.
- Used remote login tools to assist clients with technical and product questions.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Identified root cause of problems occurring within the IT environment and implemented long-term solutions accordingly.
- Performed routine maintenance and software updates on support tools and customer systems.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Collaborated with colleagues on projects requiring multiple IT services support specialists working together to achieve common goals.
- Created detailed documentation of IT services support procedures.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Maintained inventory of all technology resources including hardware and software licenses.
- Supported customers with online billing, access, and account issues.
- Evaluated software or hardware to recommend improvements or upgrades.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Maintained up-to-date case documentation for future reference.
- Installed desktop computers, laptops, monitors, printers, scanners as required by users.
- Provided assistance with remote access setup using technologies such as VPNs or Remote Desktop Protocol.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Developed training materials for end-users on how to use the company's IT services properly.
- Provided technical assistance for hardware and software related issues.
- Oversaw daily performance of computer systems.
- Worked effectively in team environments to make the workplace more productive.
IT Support Associate
Accenture Solutions Pvt Ltd
08.2022 - Current
- Providing technical support to Senior Laptop Users (like Managers, Associate Principal, Principals) and handling IT Administration.
- Working knowledge of Service Now, raising and closing the request from SNOW as predevelop agreement (SLA).
- Providing L3 support to the L1 and L2 engineers on their critical stuck issues.
- Working on incidents and service requests as logged by various clients and providing resolution in timely manner.
- Knowledge on incident Management, Change management, Problem Management.
- Providing application support for several trading applications. Communicating with the stakeholders of the application and technology peers.
- Knowledge about SCCM client installation and troubleshooting.
- Actively participating in all client audits. (Compliance/Security/Process audit).
- Specialist in VIP support, Client visits support.
- Local Server/Hub Rooms Management.
- Maintaining compliance on workstations and laptops as per company standards.
- Providing L1 observations and traces to network team/Data service team in case of P1 tickets.
- Operating system configuration on WDS server.
- Printer configuration on Print server and maintaining their compliance as per company standard.
- Working and troubleshooting experience on windows 10, 11 operating system and MAC.
- Assigning task to engineers and taking follow up till successful closer.
- Trying to understand on ground challenges by driving weekly/monthly team meetings and if required highlighting the same to higher management.
- Outlook configuration and troubleshooting as well as all MS product installation and maintenance.
- Analyzing incidents, categorizing & assigning to the teammates and ensuring all preventive & corrective maintenance TT's of incident to be closed within SLA.
- Okta SSO ID creation, Application Integration and management.
- Dropbox ID creation, deletion and management.
- Applauded and awarded as 'Super Hero and Business Special Award' by eClerx for the work done in Covid Situation.
Senior Analyst
eClerx Services Ltd
08.2018 - 08.2022
- Providing technical support for L1, L2 IT infrastructure to over 1000+ employees and handling IT Administration.
- Taking weekly review in coordination with the internal stakeholders such as Server Team and NOC Team.
- Analyzing incidents, categorizing & assigning to the teammates and ensuring all preventive & corrective maintenance TT's of incident to be closed within SLA (Key to Help Tool).
- Maintaining database of Vendors periodic visits for maintenance of Hardware, billing and also closure time for reviewing in the quarterly meetings.
- Administering server status both hardware and software on regular basis, identifying server issues and escalating the same to the server support team in case of high level issues.
- Managing & Monitoring Internal Network using the Local Designed IMC Tool and modifying the network configuration as per the business requirement.
Desktop Support L2
Renovison Automation Pvt Ltd
10.2015 - 08.2018
- Company Overview: Client: Wipro Technologies, Pune
- Client: Wipro Technologies, Pune
Remote Support Engineer
Orient Technologies
06.2014 - 10.2015
- Company Overview: Client: eClerx Services, Pune
- Client: eClerx Services, Pune
Desktop Support Engineer
IDC Technologies
11.2013 - 06.2014
- Company Overview: Client: Wipro BPO Ltd, Pune
- Client: Wipro BPO Ltd, Pune
Education
Computer Engineering
MSBTE, Mumbai University
Satara01.2013
HSC -
Chh. Shivaji University
Kolhapur01.2008
HSC -
Chh. Shivaji University
Kolhapur01.2007
Skills
- Hardware/Software Troubleshooting
- Remote Support
- Planning and Developing
- Windows Admin
- Application Support
- Asset Management
- Helpdesk Management
- Team Management
- Process optimization
- Technical support
- Inventory management
- Software updates
- Customer service
- Remote desktop support
- System diagnostics
- Multitasking
- System maintenance
- Process mapping
- Vendor management
Certification
- AZ900 Certification, 11/01/22
- MS900 Certification, 11/01/22
- ITIL V4 Foundation Certification, 06/01/23
Disclaimer
I, Dhiraj Sapkal, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Languages
- English
- Hindi
- Marathi
Personal Information
- Passport Number: P3282945
- Date of Birth: 06/11/93
- Nationality: India
- Marital Status: Married
Timeline
Associate Process Manager
eClerx Services Ltd
11.2023 - Current
IT Support Associate
Accenture Solutions Pvt Ltd
08.2022 - Current
Senior Analyst
eClerx Services Ltd
08.2018 - 08.2022
Desktop Support L2
Renovison Automation Pvt Ltd
10.2015 - 08.2018
Remote Support Engineer
Orient Technologies
06.2014 - 10.2015
Desktop Support Engineer
IDC Technologies
11.2013 - 06.2014
Computer Engineering
MSBTE, Mumbai University
HSC -
Chh. Shivaji University
HSC -
Chh. Shivaji University
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